SAP Knowledge Base Article - Public

2804171 - The Ticket is Missing in the Ticket's Facet of the Contact


An email ticket created reference to contact is missing in the ticket facet of a contact.


SAP Cloud for Customer.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Search for ticket LMN (where LMN is the ticket with the source as email) created reference to contact PQR (where PQR is contact).
  4. You can see there exist ticket LMN.
  5. Now go to the Customer work center.
  6. Go to the Contacts view .
  7. Search and open contact PQR.
  8. Go to the Tickets facet of contact PQR.
  9. You can see the ticket LMN is not listed here.


Since ticket PQR is created with reference to Contact , it will not be listed in ticket's facet of Contact .However if the contact is also Reporter for ticket(which can be seen in Involved Parties facet of ticket), then that ticket will be listed ticket's facet of contact.


This is an expected system behavior for ticket to be visible within the contact.


Reported , Ticket Facet , KBA , contact , LOD-CRM-SRP , Service Request Processing , Problem


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